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Order-to-Cash (Sell-from-Stock)

SAP Business ByDesign


July 28, 2012 2

Table of Content

1 About this Document ....................................................................................................................... 4

1.1 Purpose .................................................................................................................................... 4

1.2 Reference System and Model Company .................................................................................... 4

2 Master and Organizational Data ...................................................................................................... 5

3 Business Process Tasks ................................................................................................................. 6

3.1 Order-to-Cash (Sell-from-Stock) ................................................................................................ 6

3.1.1 Prerequisite: Check Available Stock .............................................................................. 6

3.1.2 Create Sales Order ....................................................................................................... 6

3.1.3 Release Customer Demand .......................................................................................... 7

3.1.4 Post Goods Issue .......................................................................................................... 8

3.1.5 Release Outbound Delivery ........................................................................................... 9

3.1.6 Review Journal Entry................................................................................................... 10

3.1.7 Create Customer Invoice ............................................................................................. 11

3.1.8 Check Status in Sales Orders ...................................................................................... 12

3.2 Process Variants ..................................................................................................................... 12

3.2.1 Order-to-Cash (Sell-from-Stock) with Packing .............................................................. 13

3.2.2 Order-to-Cash (Sell-from-Stock) with Logistic Tasks .................................................... 14

3.2.3 Order-to-Cash (Sell-from-Stock) with Third-Party Logistic ............................................ 15

3.3 Order-to-Cash (Sell-from-Stock) with Credit Limit Check and Down Payment .......................... 16

3.3.1 Prerequisite: Check Available Stock ............................................................................ 16

3.3.2 Create Sales Orders and Clarification Request ............................................................ 16

3.3.3 Review Customer Payment Behavior and Reply Clarification Request ......................... 18

3.3.4 Create Down Payment Request .................................................................................. 20

3.3.5 Receive Down Payment .............................................................................................. 21

3.3.6 Remove Delivery Block from Sales Order .................................................................... 22

3.3.7 Release Customer Demand ........................................................................................ 23

3.3.8 Post Goods Issue and Release Outbound Delivery ...................................................... 23

3.3.9 Create Customer Invoice ............................................................................................. 24

3.4 Customer Return with Ad-Hoc Inbound.................................................................................... 25

3.4.1 Create Customer Return Notification ........................................................................... 25

3.4.2 Post Goods Receipt .................................................................................................... 26

3.4.3 Check and Release Customer Return.......................................................................... 27

3.4.4 Create Customer Credit Memo .................................................................................... 28

3.5 Process Variant ....................................................................................................................... 28


July 28, 2012 3

3.5.1 Customer Return with In-house Repair ........................................................................ 28

3.6 Connected Scenarios .............................................................................................................. 29


July 28, 2012 4

1 About this Document

1.1 Purpose

The objective of this business scenario document is to give you hands-on experience of running the chosen business processes in a realistic business environment using the SAP Business ByDesign system. It allows you to quickly become familiar with this business scenario by guiding you through the steps that you need to carry out in the reference system.

To obtain a better understanding of the business processes that make up this scenario, also refer to the Scenario Outline for this scenario.

1.2 Reference System and Model Company

A reference system is a system that is preconfigured and loaded with fictitious users and sample data. The users and sample data are based on the model company Almika Inc.. By following the step-by-step instructions in this document, you can assume the identity of the Almika users and use the built-in sample

data to carry out each of the business process tasks. This hands-on experience will help you to understand the relevance and benefits of this business scenario.

To learn more about the model company that uses the business processes described in this document, read the Company Fact Sheet, which contains an overview of the reference

company, its organizational set up, employees and their different roles and work centers, as well as a comprehensive list of the master data used in your system.

You can find the Company Fact Sheet in the Help Center of your reference system. To access

this document, choose Help Help Center and open the link under the heading Company-Specific Help.


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2 Master and Organizational Data

Each SAP Business ByDesign Reference System contains essential master and organizational data, which

reflect the typical organizational structure of a mid-size company of a specific industry

allow you to run the industry specific processes using the appropriate master data, for example, materials, vendors or customers.

For this scenario, use the master data as described below.

If you want to run the scenario with customer and project-specific values, you can copy master data with certain characteristics from the sample entries in the table and adapt this data.

For an illustration of the organizational data as well as additional information (bill of material, logistics layout) about the reference company, refer to the Company Fact Sheet.

Master / Org. Data Type

Name and Value Usage

Customer Luxury Heating & Cooling Co

(CP100120)

Low Plumbing & Heating (CP100130) Customer account with credit limit check

Product Combi 110e (P100402)

Combi 190 (P100403)

Paper Corrugated Box (980x550x185mm) (P100701)

Package material

Wooden Pallet (1200mm×1000mm) (P100702)

Package material

Ship-from-

Location / Site P1100

P1124 Third-party managed warehouse

Logistics Area External Warehouse (P1123-0) Logistic Area in external warehouse

Warehouse (P1100-20) Logistic Area for warehouse in internal warehouse

Customer Return (P1100-10)

Supplier ABC Cargo Worldwide (S100800) Freight Forwarder


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3 Business Process Tasks

3.1 Order-to-Cash (Sell-from-Stock)

3.1.1 Prerequisite: Check Available Stock

What You Should Know

In this step, you can check the available stock. Only if the stock is sufficient you can successfully test the business process.

Logon and Work Center Information

Logon ID (Role) WAREHOUSE01P (Warehouse Manager / Luther Loblanski)

Work Center / View Internal Logistics Common Tasks: Stock Overview

Procedure

Field Name Data to Enter Activity / Button / Comment

Stock Overview view

Logistics Area ID Warehouse (P1100-20)

Product ID P100402 – Combi 110e

Click Go.

If there is stock on hand for the product P100402, the stock quantity will be displayed. If

not, the list will be empty.

On-hand stock must be at

least 3 EA.

Click Close.

3.1.2 Create Sales Order


In this step, you can directly create a sales order. The system automatically runs an ATP check to determine whether the sold products are available on the requested delivery date. By submitting, the order creates a customer demand that is handed over to the outbound logistics process.


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Logon ID (Role) SALES02P (Sales Representative / Kate Jacob)

Work Center / View Sales Orders Common Tasks: New Sales Order

Procedure


New Sales Order screen

Account Name CP100120 – Luxury Heating & Cooling Co

Press Enter. The system

retrieves the customer details.

Requested Date <today + 1 week> Click Add Row.

Product ID P100402 (Combi 110e) Press Enter.

Quantity 3 EA Press Enter.

The ATP check is automatically triggered. If the ATP check does not report a green status, there is insufficient stock on hand for the product ordered. You may change the requested date to a later date, or refer to the scenario Make-to-Stock and carry out the scenario variant

Increase Inventory in order to provide a sufficient inventory level.

Click Save.

Click Submit Send Order Confirmation to Account.

3.1.3 Release Customer Demand


In this step, the customer demand, which has been created by submitting the sales order, can be released. It is a required step to fulfill the correct priority and plan the picking and shipping of the product(s). The supply planner checks whether this source of supply is correctly selected by the system, and releases the customer demand which has triggered the creation of a delivery proposal.


Logon ID (Role) SUPPLYPLANNER01P (Supply Planner / Richard Stone)

Work Center / View Outbound Logistics Control Customer Demand


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Procedure


Customer Demand view

Show All Orders By Selection

and Find The previously created < sales

order ID >

Click Go.

Select the line item that belongs to the previously created order, and click Release.

In case the default source of supply can’t fulfill the requested date, you can click Edit to change it, select the preferred source of supply in the Alternative Sources sub tab of the Line

Items tab, and then click Deliver from Selected Source of Supply.

3.1.4 Post Goods Issue


Based on the new delivery proposal, you can now post the goods issue. In this scenario variant, the actual tasks of picking and shipping are not managed within the system but outside, for example, in a warehouse management system. Therefore, the warehouse manager posts the goods issue directly.



Work Center / View Outbound Logistics Delivery Control Delivery Proposals

Procedure


Delivery Control: Delivery Proposals view

Show All Delivery Proposals by

Selection

and Find < sales order ID > Click Go.

Select the row with the appropriate sales order ID in the Reference column, and

review the details beneath the

table.

Click Post Goods Issue.


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Create Outbound Delivery and Goods Issue screen

Source Logistics Area ID Warehouse (P1100-20)

Click Propose Quantities.

In case more than one line item shows up on the screen, check the Source Logistics Area

ID and quantity for each of them.

Click Save and Close.

Make a note of the outbound delivery created: ________.

You can click Release instead of Save and Close if you want to automatically release the

outbound delivery at the same time of posting goods issue.

3.1.5 Release Outbound Delivery


In this step you can release the outbound delivery created during the goods issue, and the delivery note can be previewed or printed. After the release, the corresponding shipping and financial documents will be created automatically.



Work Center / View Outbound Logistics Outbound Deliveries

Procedure


Outbound Deliveries view

Show All Outbound Deliveries by Selection

and Find The outbound delivery ID created in the previous step

Click Go.

Select the related line item of the outbound delivery, click Release.


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The value of the field Release Status shows Released.

Click Preview Preview or Print Delivery Note if

necessary.

Select the line item which has been released, then click Edit.

Document Flow tab

Show Standard View You will see the document

flow.

Make a note of the Goods and Activity Confirmation ID (Goods Issue for Customer):

_______.

Click Close.

3.1.6 Review Journal Entry


In this step, you can review the goods issue posting’s accounting details.


Logon ID (Role) FINANCIAL02 (Accountant / Iris Green)

Work Center / View General Ledger Journal Entries Journal Entries

Procedure


Journal Entries view

Show Today’s Postings

Grouped By Journal Entry Type

Click Display Filter Row, or press Ctrl+Alt+H.

Source Document ID The goods and activity confirmation ID (Goods Issue for Customer) created in the

previous step.

Press Enter.

Select the line item Goods Issue for Customer in the


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Journal Entry Type column,

and click View.

Review the journal entry.

Click Close.

3.1.7 Create Customer Invoice


With the previously posted goods issue, the sales order has been fulfilled. The delivered line items of the order show “Items to be invoiced”. Now you can create an invoice for this delivery.



Work Center / View Customer Invoicing Invoice Request

Procedure


Invoice Request view

Show Today’s Invoice Requests

and Find the outbound delivery ID created in previous step

Click Go.

Grouped By Document Type

Select the proper line item for which the customer invoice is

to be created.

Click Invoice.

Click View All.

On the General tab, and enter the value in the Posting Date

field if it differs from the Invoice Date.

Click Save.

Make a note of the created invoice number: ________ as you will require it for entering the incoming payment.


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Click Release.

3.1.8 Check Status in Sales Orders


At any point during the process, you can review the order fulfillment status. In order to do so, the user opens the order and reviews the document flow that shows all created documents during the process.



Work Center / View Sales Orders Sales Orders

Procedure


Sales Orders view

Show All Orders

and Find < sales order ID created earlier>

Click Go.

In the Sales Order ID column, click the relevant sales order

link.

Click View All.

Choose the Document Flow tab, and review the sales order

document flow.

Click Close.

3.2 Process Variants

A reference system does not only cover the documented standard process of a scenario. For some scenarios, additional data has been set up to cover process variants that diverge from the documented standard process but are still quite similar. This means you can also test these process variants in the reference system. To give you some guidance, the following section provides a process flow description of the process variant and also data that you will need for this variant.


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3.2.1 Order-to-Cash (Sell-from-Stock) with Packing

Prerequisites

This variant is based on use case Order-to-Cash (Sell-from-Stock) for the similar steps.

Process Flow

Process Step Description Master Data

Prerequisite: Check Available Stock

Refer to the scenario variant Order-to-Cash (Sell-from-Stock) with the

specific data.

Logistics Area: Warehouse (P1100-20)

Product: P100402 Min. 3 EA



Create Sales Order

(with ATP Check)


specific data.

Account: CP100120

Requested Date: today+1 week

Product/Quantity: P100402 / 3

EA

Product/Quantity: P100701 / 3 EA


EA

Release Customer Demand

Refer to the scenario variant Order-to-Cash (Sell-from-Stock) for this

step.

Post Goods Issue Refer to the scenario variant Order-to-Cash (Sell-from-Stock) for this

step.

Pack Outbound Delivery

Work Center / View: Outbound Logistics Outbound Deliveries

Select the outbound delivery created in the previous step, click Packing;

Click Insert Package Insert Top

Package, select LU-2;

**start point

Select the line item “Pallet, box NN” (NN: Package ID), click Insert Package Insert Package, select

LU-1. Select the new created line Box NN;

In the To Be Packed area, Select

the line of product P100402 and change the quantity to 1, click Pack

into Box NN;

**end point

Repeat the steps between “**start

User: WAREHOUSE01P

Logistics Unit: LU-2

Logistics Unit: LU-1

Product: P100402

Quantity To Be Packed: 1 EA


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point” and “**end point” twice for

packing another two EA.

Release Outbound

Delivery Refer to the scenario variant Order-to-Cash (Sell-from-Stock) for this

step.

Create Customer Invoice


step.

3.2.2 Order-to-Cash (Sell-from-Stock) with Logistic Tasks

Prerequisites

This variant is based on use case Order-to-Cash (Sell-from-Stock) for the similar steps.

Process Flow


Prerequisite: Check Available Stock


specific data.

Logistics Area: Warehouse (P1100-20)



Create Sales Quote Create a sales quote for a specific customer and products with required delivery date; an ATP check can be triggered as well; then submit it to sales department for farther

process.

User: SALES02P

Account: CP100120

Requested Date: Today+1

week


EA


EA

Approve Sales Quote

The sales manager approves the sales quote.

User: SALES01P

Create Sales Order (with ATP Check)

Use the Create with Reference function to create a sales order, check all related information being brought there, or attach files, and view the pricing, then submit to

customer.

User: SALES02P

Reference Type: Sales Quote

Reference ID: the previously

created quote.

Release Customer Demand


step.

Create Warehouse Request

Use the created sales order to find the related delivery proposals, then

User: WAREHOUSE01P


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create warehouse request for it.

Confirm Picking

and Shipping Task The warehouse operator finds the corresponding pick task, and confirms the quantity and source logistic area, then save it to trigger goods issue and outbound delivery

creation.

User: WAREHOUSE02P

Actual Quantity: open quantity

Logistics Area: Warehouse

(P1100-20)

Release Outbound Delivery and Review Advanced Shipping

Notification

Release the previously created outbound delivery, and review the document of advanced shipping notification in the Output History

tab.

User: WAREHOUSE01P

Create Freight List Create the bill of lading for the previously created outbound delivery with information of forwarder and ship-from. It can be previewed or printed once it is

released.

User: WAREHOUSE01P

Freight Forwarder: S100800



step.

Create Customer Invoice Duplicate

The customer asks for an invoice copy, so you resubmit a duplicate based on the previously submitted invoice with the watermark

“Duplicate” on the form.

User: SALES02P

3.2.3 Order-to-Cash (Sell-from-Stock) with Third-Party Logistic

Prerequisites

This variant is based on the scenario variant Order-to-Cash (Sell-from-Stock), which shows similar steps. The warehouse management is outsourcing to a third-party service provider. When a customer order comes in, a shipping request to the provider has to be triggered (called 3PL Request). The new work center Third Party Logistics handles all 3PL related warehousing activities.

Process Flow


Create Sales Order Refer to the scenario variant Order-to-Cash (Sell-from-Stock) with the

specific data.

Account: CP100120

Requested Date: today+1 week


EA

Source of Supply: P1124

Release Customer Refer to the scenario variant Order-


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Demand to-Cash (Sell-from-Stock) for this

step.

Create 3PL Request To inform the third-party managed warehouse to be ready for shipping, find the delivery proposal of the created sales order to create a 3PL request, and the system will send it to the third-party company via B2B

communication.

User: WAREHOUSE01P

Check Business Communication

Monitor

To view the communication status of the business document Standard Outbound 3PL Request, also

check the XML file of the message

data and document flow.

User: WAREHOUSE01P

Business Partner ID: S100950

Release Outbound Delivery

Create a new outbound delivery based on the created 3PL request,

and release it.

User: WAREHOUSE01P

External Delivery ID: ALK-

<Sales Order ID>

Shipment Date: today

External Delivery Item ID: 10



step.

3.3 Order-to-Cash (Sell-from-Stock) with Credit Limit Check

and Down Payment

3.3.1 Prerequisite: Check Available Stock

For this step, refer to the scenario variant Order-to-Cash (Sell-from-Stock) with the following data:


Stock Overview view

Logistics Area ID Warehouse (P1100-20)

Product ID P100403 (Combi 190) Min. 4 EA in on-hand Stock.

3.3.2 Create Sales Orders and Clarification Request


In this step, you can create a sales order. During the creation, the system automatically runs an ATP check to determine whether the sold products are available at the requested delivery date. Due to the


July 28, 2012 17

failed credit limit check, the system will raise a warning with credit limit violation and will set a delivery block in the order. You can trigger a clarification request for the sales manager to ask whether the process

should continue.

By submitting the sales order, you have created a customer demand that was handed over to the

outbound logistics process.



Work Center / View Sales Orders Common Tasks: New Sales Order

Procedure


New Sales Order screen

Account CP100130 (Low Plumbing &

Heating)

Press Enter. The system

retrieves the customer details.

Description Any

Requested Date <today + 1 week>

Click Add Row.

Product ID P100403 (Combi 190) Press Enter. The system retrieves the product details.

Quantity 4 EA Press Enter. The system

retrieves the Net Value.

The ATP check is automatically triggered. If the ATP check does not report a green status, there is insufficient stock on hand for the product ordered. You can change the requested date to a later date or refer to the “Make-to-Stock“ scenario and carry out the scenario variant “Increase Inventory“ in order to provide a sufficient inventory level. Follow the instructions using the product ID P100403 for the logistics area Warehouse (P1100-20). You may also have to

change the requested delivery date to get a green status.

Click Save.

The system displays a Credit Limit Warning and also indicates that the Delivery Block for the

order is set. Make a note of the created sales order ID: ______________.

You can also click the Check Credit Limit button to manually trigger the check. The scope of

the credit limit check is defined in fine-tune.

Click Submit Release Order.


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Sales Orders view

Show All Orders

and Find < Enter the sales order ID

created earlier >

Click Go.

Select the line item of the sales order, click New

Clarification Request.

To Bob Menson

Subject Sales order <xx> exceeds credit limit

Internal Comment The customer placed an order with a volume of approx. 5,100 USD. Credit limit is exceeded by 1,100 USD. Should we go

for down payment of 50%?

The amounts here are only an example, please adapt

accordingly.


3.3.3 Review Customer Payment Behavior and Reply Clarification Request


In this step you can review the sales manager’s action items. Among those you find the clarification request for the previously created sales order. You review the customer’s history and decide to request a

down payment from the customer and then the sales order can be taken.


Logon ID (Role) SALES01P (Sales Manager / Bob Menson)

Work Center / View Home Work Inbox

Procedure


Inbox screen

Show Open Items

Select the clarification request created in the previous step, click Edit.


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Click Related Document: Details to open the related

Sales Order Overview.

Click Account Name hyperlink

to open the account fact sheet.

Select the Financial tab and

review the customer’s data with regards to open invoices, account balance and financial

data.

Click Close, and go back to the Home work center.

Reports view List sub view

Show All Reports

and Find Payment Statistics - Customers

Report name.

Click Go.

Open the report.

Customer CP100130 (Low Plumbing & Heating)

Click Go.

Review the report to check whether the customer has paid his bills in time and whether

the order can be taken.

Click Close.

Inbox screen

Select the clarification request created before, click Actions Reply.

Internal Comment Down Payment of 2,000 USD The amount here is only an example, please adapt

accordingly.


Use user SALES02P as Sales Representative to complete the open item of this clarification request in the Home work center.


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3.3.4 Create Down Payment Request


Based on the response of the sales manager, you can create a down payment request and release it to a

customer in this step. As a sales representative, you will wait for the payment to be made.



Work Center / View

Customer Invoicing Common Tasks: New Down Payment Request

Procedure


New Down Payment Request screen

Name CP100130 (Low Plumbing &

Heating)

Description Down payment request for <sales order ID>

Amount 2,000.00 USD The amount here is only an example, please adapt it

accordingly.

Amount in Gross Press Enter to confirm the

entries.

Click Save, and Release.

Make a note of the newly created Down Payment Request ID: ___________.

To review the created Down Payment Request, follow the steps below:

Select the Invoices Documents view.

Show Today’s Invoicing Documents

and Find The down payment request ID Click Go.

Select the down payment request, and click the hyperlink below the Invoice ID column.

Click View All.

Review the details of the down payment request such as


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Output History.

Click Close.

3.3.5 Receive Down Payment


The down payment has been received. In this step, the accountant calls the sales representative to

confirm the payment and posts an incoming check for the down payment.



Work Center / View Receivables Customers Customer Accounts

Procedure


Customer Accounts screen

Show All Customers

and Find CP100130 (Low Plumbing &

Heating)

Click Go.

Select the customer account, and click View.

Include Statistical Items

Click Advanced.

External Reference <Down Payment Request ID> created

Document Type 3 - Down payment request Click Go.

Select the line item of the previously created down payment request; click Pay Manually By Incoming Check.

Check Number <any number>

Payment Amount 2,000.00 USD The amount here is only an example, please adapt it

accordingly.


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Payer Bank Select from the help list.

Matched Mark the line item of the created Down Payment

Request.

Click Post.

Make a note of the Down Payment ID: ___________. This number is being used later to

refer to the down payment in the final invoice.

Click Close.

3.3.6 Remove Delivery Block from Sales Order


The down payment has been received and posted. In this step, you can edit the sales order and remove

the delivery block, so the subsequent steps for delivery and customer invoicing can take place.



Work Center / View Sales Orders Sales Orders

Procedure


Sales Orders view

Find the sales order created earlier, select the line item, and click Edit.

Click View All.

Select the General tab in the Delivery area.

Delivery Block -- Make it blank to remove the

delivery block.

Click Save.

Click Submit Send Order Confirmation to Account.


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3.3.7 Release Customer Demand

For this step, refer to the scenario variant Order-to-Cash (Sell-from-Stock).

3.3.8 Post Goods Issue and Release Outbound Delivery


Based on the new delivery proposal, you can now post the goods issue. In this scenario variant, the warehouse manager posts the goods issue directly without logistic tasks. The outbound delivery can be released in this step as well. The corresponding shipping and financial documents will be created automatically.



Work Center / View Outbound Logistics Delivery Control Delivery Proposals

Procedure


Delivery Proposals view

Show All Delivery Proposals by

Selection

and Find <sales order ID> Click Go.

Select the row with the appropriate sales order ID in the Reference ID column, and

review the details below the

table.

Click Post Goods Issue.

Create Outbound Delivery and Goods Issue screen

Source Logistics Area ID Warehouse (P1100-20)

Click Propose Quantities.

Click Release.

Make a note of the outbound delivery created: ________.


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3.3.9 Create Customer Invoice


With the previously posted goods issue, the sales order has been fulfilled. The delivered line items of the order show “Items to be invoiced”.

You can now create an invoice for this delivery with the down payment ID that you have entered as a reference document. The system detects that this invoice has been partially paid by the down payment and only the residual amount shows as open. The next process step would be full payment.



Work Center / View Customer Invoicing Invoice Request

Procedure


Invoice Request view

Show Today’s Items to be Invoiced

and Find The outbound delivery ID created in previous step

Click Go.

Grouped By Document Type

Select the line item for which the customer invoice is to be created. Click Edit.

In the Reference Documents table, click Add Row.

Down Payment Request ID

The down payment request ID previously created

Click OK.

Click Save as Invoice and the overview screen for the

created invoice appears.

Make a note of Customer Invoice ID: ________.

Click Release.

If the down payment amount exceeds the customer invoice amount, the system will

automatically clear this open invoice item and reduce the down payment.

You can check the created customer invoice which refers to the down payment.


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3.4 Customer Return with Ad-Hoc Inbound

3.4.1 Create Customer Return Notification


Goods are delivered to the warehouse. The warehouse manager checks the delivery and realizes that this is an unplanned customer return. The customer wants to return the product for some reason. The warehouse manager creates a customer return notification, using information from the delivery note enclosed with the product such as the original sales order of the delivery.

Two kinds of customer return are covered. One is standard (except service item), and the other is third-party. You need to get a completed sales order as prerequisite. You can use a sales order completed in any previous processes for standard customer return, which can be found in the sales order view. To get a completed sales order for third-party customer return, see the scenario Order-to-Cash (Third-Party Order Processing – Material).



Work Center / View Inbound Logistics Common Tasks: New Customer Return Notification

Procedure


New Customer Return Notification guided activity

Step 1: Select Outbound Delivery Items

Sales Order ID Find completed sales order in the “What You Should Know”

part of this step.

Click Go.

Selection Select the checkbox.

Click Next.

Step 2: Edit Customer Return Delivery Notification

Delivery Notification ID RETURN-XX XX: any value

Planned Delivery Date <today>

Ship-to Location Almika Heating Cleveland (P1100)

Choose the Line Item tab, and

select the line item.


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Line Item tab

Product ID automatically filled

Delivery Notification

Quantity 1 EA

Follow-Up Activity Post to Own Stock

Return Reason Missing parts Click Next.

Step 3: Review

Review the entered details and click Finish.

Step 4: Confirmation

Click Close.

3.4.2 Post Goods Receipt


The warehouse manager confirms the receipt of the return and posts the actual goods receipt.



Work Center / View Inbound Logistics Inbound Delivery Notifications

Procedure


Inbound Delivery Notifications view

Show Advised Inbound Delivery Notifications

and Find RETURN-XX Click Go.

Select the line item reflecting the appropriate delivery notification and click Post Goods Receipt.

Create Inbound Delivery and Goods Receipt screen

Choose the Line Item tab.

Actual Quantity 1 EA


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Target Logistics Area ID Customer Return (P1100-10)

Restricted Yes Click Save and Close. Make a note of the previously created

inbound delivery ID.

3.4.3 Check and Release Customer Return


The sales representative opens the return and looks for any errors or incomplete information. Since all the required information is complete and correct, the return with credit memo will be released.



Work Center / View Sales Orders Returns

Procedure


Returns view

Show All Returns

and Find RETURN-XX Click Go.

Click Edit.

Returns screen

Credit Memo Block Blank The system will copy from the “Invoice Block” field in the sales order or from the customer account master if maintained; manually change to blank for demonstrating that the credit memo will be

created later.

Review the other details and click Release With Credit Memo. Make a note of the

return ID created.

Click Edit to open the Return screen again, click Submit.


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3.4.4 Create Customer Credit Memo


After the customer return has been released, the sales representative creates a credit memo.



Work Center / View Customer Invoicing Invoice Requests

Procedure


Invoice Requests view

Show Today’s Invoice Requests

and Find The customer Return ID from the previous step

Click Go.

Select the line item, and click Invoice.

New Credit Memo screen

Check the credit memo details. Click Save and then click Release. Make a note of the

credit memo ID created.

3.5 Process Variant

3.5.1 Customer Return with In-house Repair

Prerequisites

This variant handles the customer return which requests repair and return to customer. The ownership of the returned product belongs to the customer during the repair period; you only manage the quantity in the warehouse (the quantity for repair in each line item should be 1 EA).

Process Flow


Create Customer Return Notification

Create a customer return notification based on a finished sales order; the

User: WAREHOUSE01P

Delivery Notification ID:


July 28, 2012 29


Follow-Up Activity should be “Repair

at Own Service Center”. RETURN-XX

Delivery Notification Quantity: 1

EA

Return Reason: Transport Damages

Follow-Up Activity: Repair at

Own Service Center

Post Goods Receipt Post the returned product based on the created customer return notification; you can review the stock via inbound delivery ID or

Owner ID.

User: WAREHOUSE01P

Actual Quantity: 1 EA

Target Logistics Area: P1100-

10

Release Customer Return and Request

Outbound Delivery

Check and submit the return information to the customer, and request outbound delivery after

repair.

You can request an outbound delivery for each line item

individually.

User: SALES02P

Post Goods Issue Based on the created outbound delivery proposal, the repaired product is shipped back to the customer; the outbound delivery is

released at the same time.

User: WAREHOUSE01P

Actual Quantity: 1 EA

Source Logistics Area: P1100-

10

In case the repair service needs to charge the customer, create a new service order to handle

it.

3.6 Connected Scenarios

The subsequent steps such as posting the payment and clearing the payment against the invoice are documented in the business scenario document Cash and Liquidity Management (Processing Receivables and Payments). Those steps are typically done for a batch of invoices and payments and

not for one specific payment or invoice.


July 28, 2012 30

Icons

Caution

Example

Tip

Note

User ID and User Role

Work Center and Work Center View

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